North Carolina technical support engineer employment contract template

North Carolina Technical Support Engineer Employment Contract

This North Carolina Technical Support Engineer Employment Contract (the “Agreement”) is made and entered into as of [Date] (the “Effective Date”) by and between [Employer Full Legal Name], a [State of Incorporation] corporation with its principal place of business at [Employer Address] (“Employer”), and [Employee Full Legal Name], residing at [Employee Address] (“Employee”).

1. Position:

• Technical Support Engineer
• The Employee is hired as a full-time Technical Support Engineer.
• Job Duties:
• Provide first- and second-line technical support for software and hardware products used by clients.
• Communicate with customers via ticket system, phone, email, and chat.
• Troubleshoot technical issues and escalate when necessary.
• Create and maintain technical documentation and knowledge base articles.
• Conduct root cause analysis of technical problems.
• Perform remote diagnostics and, when required, on-site support at customer locations within North Carolina.
• Implement product updates and patches.
• Maintain Service Level Agreement (SLA) standards specific to company/client and industry.
• Participate in cross-functional meetings with engineering, QA, and customer success teams.
• Required Qualifications:
• Required Certifications:
• Option A: CompTIA A+ and Network+
• Option B: Microsoft Certified Professional (MCP)
• Option C: Cisco Certified Network Associate (CCNA)
• Option D: ITIL Foundation Certification
• Required Tools/Platforms:
• Option A: Ticketing systems ([Specific System, e.g., Zendesk, ServiceNow]).
• Option B: Remote desktop software ([Specific Software, e.g., TeamViewer, Remote Desktop Protocol]).
• Option C: CRM software ([Specific Software, e.g., Salesforce, HubSpot]).
• Required Systems:
• Option A: Windows operating systems.
• Option B: Linux operating systems.
• Option C: Network hardware ([Specific Hardware, e.g., Cisco, Juniper]).
• Option D: Company-specific devices ([Specify Devices]).
• Customer Communication Protocols.

2. Reporting Structure and Performance Review:

• The Employee will report to [Supervisor Title].
• Performance will be reviewed [Frequency, e.g., annually, semi-annually].
• Key Performance Indicators (KPIs):
• Average resolution time.
• Customer satisfaction scores.
• Ticket volume.
• Escalation rates.
• Shift Schedules:
• Option A: Business hours only ([Specific Hours, e.g., 9:00 AM to 5:00 PM]).
• Option B: 24/7 support with on-call rotation.
• On-call rotation schedule: [Specify Schedule].
• Required response time during on-call: [Specify Time].

3. Work Location:

• Option A: Employer’s North Carolina site at [Address].
• Option B: Home office within North Carolina.
• Reimbursement for work-from-home setup: [Specify Reimbursement, e.g., internet allowance, hardware provision].
• Employer responsible for expense reimbursement per North Carolina law.
• Compliance with local IT security/data protection requirements.
• Option C: Hybrid/remote arrangement ([Specify Arrangement]).

4. Employment Status and Working Hours:

• The Employee is hired as a full-time employee.
• Working hours: [Number] hours per week.
• Overtime eligibility: [Exempt/Non-Exempt]. Overtime will be calculated according to North Carolina and federal (FLSA) law.
• Rest and meal breaks: [Specify Duration and Scheduling] as per North Carolina Wage and Hour Act.
• Recordkeeping: The Employee is responsible for accurately recording their work hours.

5. Compensation:

• Option A: Annual salary of [Dollar Amount], paid [Frequency, e.g., bi-weekly, monthly].
• Option B: Hourly rate of [Dollar Amount], paid [Frequency, e.g., bi-weekly, monthly].
• North Carolina wage statement requirements will be met.
• Eligibility for overtime pay: [Specify if applicable].
• Commission/call-out bonuses: [Specify if applicable].
• Shift differentials/on-call stipends: [Specify if applicable].

6. Benefits:

• Health insurance: [Specify Coverage].
• Dental insurance: [Specify Coverage].
• Vision insurance: [Specify Coverage].
• Retirement plan:
• Option A: 401(k) with [Employer Contribution].
• Option B: NC Secure Choice retirement plan.
• Paid time off (PTO):
• Vacation: [Number] days per year.
• Sick leave: [Number] days per year.
• Personal days: [Number] days per year.
• Protected leave: As per North Carolina law.
• Company holidays: [List Holidays] (including reference to local public holidays and industry norms).
• Expense reimbursement: For mileage or travel within NC if on-site visits are required ([Specify Policy]).
• Technical training/certification reimbursement: [Specify Policy].
• Wellness programs: [Specify Programs].

7. Intellectual Property:

• All technical documentation, support scripts, diagnostic tools, and process improvements developed by the Employee during their employment shall be the sole and exclusive property of the Employer.
• Assignment of inventions to the Employer in compliance with North Carolina law.
• Employee acknowledges and agrees to disclose all prior inventions.

8. Confidentiality and Data Security:

• The Employee shall maintain the confidentiality of all customer data, proprietary support procedures, passwords, incident logs, and regulated data (such as PCI, HIPAA, or personally identifiable information).
• These obligations shall survive the termination of this Agreement.

9. External Employment and Conflict of Interest:

• The Employee shall not provide similar services to competitors of the Employer.
• The Employee shall not use the Employer’s confidential information for personal gain or for the benefit of any other entity.
• Restrictions on outside work hours and moonlighting with competitor support centers or MSPs, in line with North Carolina law.

10. Technology Usage and Behavioral Standards:

• Acceptable use of ticketing systems, telephony, remote access, and data handling, aligned with the Employer's cybersecurity policy.
• Compliance with North Carolina’s Identity Theft Protection Act requirements.

11. Training:

• The Employee shall participate in regular training in customer service, product updates, IT security refreshers, and local regulatory compliance.

12. Non-Compete and Non-Solicitation:

• Employee agrees that during the term of employment and for a period of [Number] months following termination of employment, regardless of the reason for termination, Employee will not, directly or indirectly, solicit, encourage, or attempt to solicit or encourage any employee of Employer to leave their employment with Employer.
• During the term of employment and for a period of [Number] months following termination of employment, regardless of the reason for termination, Employee will not engage in the business of providing technical support, [Specify Restrictions], within a [Number] mile radius of Employer’s principal place of business at [Address].
• Acknowledgment that non-compete agreements are disfavored and must be strictly limited in duration, geographic scope, and rationale, as interpreted by North Carolina courts.
• A valid non-compete must protect a legitimate business interest, be reasonable, supported by new consideration, and not unduly restrict the employee's ability to work elsewhere.

13. At-Will Employment:

• This is an at-will employment relationship, in compliance with North Carolina law.
• The Employee may resign at any time, with [Number] days written notice to the Employer.
• The Employer may terminate the Employee’s employment at any time, with or without cause.
• Termination procedures: Return of property, access cutoff, final pay timing.
• Severance eligibility: [Specify Eligibility].
• Compliance with state notice and record retention requirements.

14. Dispute Resolution:

• Internal grievance resolution process: [Specify Process].
• Mandatory informal dispute negotiation.
• Option A: Mediation/Arbitration governed by North Carolina law.
• Option B: No mediation/arbitration.
• Venue for any legal action shall be in [County Name] County, North Carolina.

15. Equal Employment Opportunity and Anti-Discrimination:

• The Employer is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or military status, or any other characteristic protected under North Carolina law.
• Company-specific diversity policies: [Specify Policies].
• Required poster/disclosure requirements will be met.

16. Disability Accommodation:

• The Employer will provide reasonable accommodations for disabilities under the North Carolina Persons with Disabilities Protection Act and relevant federal law.

17. Workers’ Compensation:

• The Employee is covered by workers’ compensation insurance as required by North Carolina law.
• Employee rights to medical benefits and reporting procedures for workplace injury.

18. Workplace Safety:

• Compliance with North Carolina workplace safety laws and the North Carolina Regulatory Code for technical support environments.
• Ergonomic and mental health resources: [Specify Resources].

19. IT Security and Privacy:

• The Employee acknowledges and agrees to comply with the Employer’s IT security, privacy, and help desk protocols.
• The Employee agrees to comply with software licensing and device management procedures.

20. Contract Modification:

• The Employer reserves the right to modify, review, or update this Agreement to reflect changes in North Carolina law or the Employer’s technical support model.

21. Adjustments:

• The Employer may make adjustments to benefits, schedules, or assignments due to changes in client requirements, local business climate, or public health emergencies (e.g., weather closures or pandemic protocols unique to North Carolina).

By signing below, the Employee and Employer acknowledge that they have read, understood, and agree to all terms and conditions of this Agreement.

____________________________

[Employee Full Legal Name]

Employee Signature

Date: [Date]

____________________________

[Employer Representative Full Legal Name]

Employer Representative Signature

Date: [Date]